Nissan Digital – NFS Japan Salesforce Implementation

Nissan Digital – US, Mexico, and Japan, a part of the esteemed Nissan Group (known for its Nissan, Infiniti, Datsun, and Nismo brands), is embarking on a Salesforce application implementation to boost customer service capabilities. This project primarily focuses on efficiently managing issues related to Lost/Stolen Cards, ETC Cards, Charge Cards, and the Points Exchange processes. However, the company is currently grappling with several challenges:

• Manual Process Reliance: Predominant use of Excel sheets for operations, leading to a manual-intensive workflow.
• Complex Business Processes: Existing processes are intricate, making customer satisfaction a challenging goal.
• Operational Inefficiency: The current systems and processes lack efficiency.
• Fragmented Feedback Integration: The feedback mechanism is not well integrated due to the physical distance between departments and the involvement of multiple departments.

In response to these challenges, Nissan Digital – NFS Japan, in collaboration with Hitachi Digital Services, is implementing Salesforce. The objectives of this implementation are:

• Enhanced Customer Communication: Streamlining interactions between customers and the NFS Customer Center.
• Transition to Salesforce Platform: Shifting from manual processes to a more automated and integrated Salesforce environment.
• Technical Advancements:
  • Incorporation of the Salesforce Lightning component for a better user experience.
  • Multilingual support to cater to a diverse customer base.
  • Integration with existing ERP databases for cohesive operations.
  • A robust Case Management system for improved issue tracking and resolution.

This initiative marks a significant step forward in modernizing Nissan Digital – NFS Japan’s customer service approach. The Salesforce implementation has led to several significant improvements:

• Automated Processes: More streamlined operations, particularly in managing cases of lost/stolen cards.
• Simplified Rewards/Redemption: Easier and more user-friendly rewards and redemption processes.
• Enhanced Customer Visibility: Greater insight into customer interactions and history.
• Operational Ease: Simplified operational processes for NFS staff.
• Increased Customer Satisfaction: The overall quality of service delivery has been enhanced, leading to higher customer satisfaction levels.